Senior Agile Business Analyst

Job Title/Role : Senior Business Analyst CRM Location : Chennai, Thoraipakkam

Experience : 6+ Years

Serves as a subject matter expert for assigned Customer Relationship Management (CRM) systems, business applications, and integrated platforms. Partners with internal customers to bridge the business needs with the business applications' capabilities. Defines, configures, customizes, tests, and delivers business application enhancements to meet short- and long-term business objectives. Liaises with service providers and/or internal software developers to implement enhancements and customizations. Creates and delivers training materials to drive the adoption of business applications across the organization.

Collaborates with stakeholders to gather, analyze, and document business requirements related to CRM systems, processes, and data. Recommends innovative solutions to meet business requirements.

# Seeks and implements application-ready features and functions, proactively, to improve the end-user experience; Defines, designs, and performs application configurations and basic customizations that fulfill user requirements; works in conjunction with software engineers when advanced customization and software development is required.

# Creates and executes unit, integration, and regression test plans to ensure all enhancements meet the highest quality standards.

# Monitors and assesses the CRM system's performance, gathers feedback, and recommends system enhancements and improvements.

# Collaborates with internal teams to transform complex business and functional requirements into technical solutions; provides thoughtful work-level estimates for cost/benefit analysis, and recommends alternate solutions to meet business needs when more appropriate.

# Supports internal customers through assigned business applications/module(s) and integrated applications (e.g., marketing automation platforms, customer success platforms, artificial intelligence sales tools, sales territory management tools, etc.).

# supports end-user requests for reports, Key Performance Indicators (KPIs), dashboards, and other ad hoc needs. Provides guidance and support to end-users, ensuring that business applications adhere to consistent usage conventions, best practices, and data integrity, while ensuring compliance with data privacy and security regulations and implementing protective measures for customer data.

# Assists in maintenance and technical support of business applications; Develops and maintains reporting and analytics capabilities within the CRM system to track performance, customer behavior, and critical metrics.

# Creates and maintains training materials that educate end-users on how to work with business applications and train users to drive adoption, usage, and best practices.

# Identifies, evaluates, and recommends new or additional technologies to support and improve business processes—interfaces with software vendors and suppliers supporting business application software.

A bachelor's degree from an accredited college or university is required, with a focus in on Technology, Accounting, Business Management, or a related discipline. In the absence of a degree, equivalent work experience directly related to the role's key responsibilities will be considered a substitute for the degree.

Experience and Skills:

At least 6 years of experience supporting enterprise business applications, with a proven track record leading, performing, and implementing Microsoft Dynamics CRM enhancements, including user interface customization, workflow, dialog configuration, building business process flows, creating custom entities and fields, managing user access and permissions across multiple business units, and integrations with third-party applications.

Prior experience working directly with Microsoft Dynamics CRM, Microsoft Dynamics NAV, and other ERP platform solutions.

Ability to perform high-level strategic systems analysis.

Can work proactively and independently under limited supervision to drive work forward.

Portrays strong business acumen and OEC product and service knowledge.

CRM Dynamics Expertise/Experience

~ Understanding of CRM modules & workflows (Sales, Marketing, Customer Service, etc.).

# Functional experience of CRM enhancement and customization projects

# Writing business requirement documents (BRDs), user stories, functional specs, and process flows.

# Change management and user training

Familiarity with API integrations and middleware tools.

Knowledge of Agile/Scrum methodologies.

Excel, Visio

Competitive salary and benefits

Group Medical Insurance

ICICI

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